Executive Job Description | The AVP of Multi Channel and Retention is responsible for developing retention, and loyalty related programs for the company brand, including the overall customer contact strategy and experience.
The candidate should have solid direct marketing, retention and loyalty program management experience. Also hands on experience in customer contact management and marketing through multiple channels: email, direct mail, phone and web channels and a solid understanding of analytics, including segmentation and modeling and applicable metrics for all tactics and channels.
Responsibilities
Developing retention and loyalty related marketing programs for the company brand including the overall customer contact strategy.
Leads the definition and development process of the direct multi-channel sales customer experience, process and standards.
Leads the definition and development of direct multi-channel retention customer experience focused on retaining and deepening existing customer relationships.
Develop and implement marketing strategies and plans to retain and activate existing customers. Focused efforts on retaining best customer segment and new customer retention.
Responsible for the customer contact strategy and all relevant touch points including the development of a customer contact map and a daily review of key performance metrics for each touch point. Develop hypothesis based on data and analytics and formulate tests of offers, creative, tactics and segmentation to prove or disprove hypothesis and recommend action plans to improve performance.
Segmentation and Modeling. Work closely with analytics team on the review of current segmentation strategies.
Required Skill Set:
Understand customer segmentation and have proven successes in improving loyalty and retention/activation of customers
Ability to review metrics on an on-going basis, analyze, draw conclusions and recommend immediate action.
Experience with marketing through multiple channels: email, website, phone, direct mail
Experienced in customer relationship management, campaign management and analytics.
Strong communication, project, time management, and analytical skills
Strong business writing and presentation skills
Requirements:
8+ years of retention and direct marketing experience, including significant loyalty and customer experience
Expert knowledge of multi-channel sales and retention processes including effective practices and tools.
Must have experience in customer contact management and marketing through multiple channels.
Bachelor’s Degree: MBA preferred with consulting experience
Strong analytical, creative, list segmentation.
Team oriented, highly organized and an expert multi-taster able to work in a fast paced environment.
Candidate should have excellent verbal and written skills, as well as strong interpersonal skills.
Must be a flexible and creative thinker, and be able to work independently as well as with a team
Large corporation experience is highly preferred |
